NiCE has announced that it has been named a Leader in the IDC MarketScape European Contact Centre-as-a-Service Vendor Assessment 2025.
The report evaluates vendors based on both capabilities and strategies. NiCE notes that the recognition reflects the role of its CX AI platform, CXone Mpower.
According to the IDC MarketScape report, “NiCE is ideal for organizations seeking compliance-driven solutions, particularly in regulated industries like government and finance.
Its platform is suited for enterprises looking to consolidate CX technologies, leverage AI for automation, and ensure seamless omnichannel orchestration across multiple languages.”
The report also highlights, “Its multi-lingual Gen AI-powered omni-channel capabilities along with customer journey orchestration make it a suitable option for multiple verticals including retail, finance, public sector and so on in the region.
Its own sovereign cloud in the UK as well as the planned one in Germany place it in a good position to cater to large organizations looking for secure solutions with advanced Gen AI-based features.”
NiCE’s recent developments include the acquisition of Cognigy, which expands the company’s conversational and agentic AI capabilities, and its work with Route 101 to support the UK Department for Work and Pensions (DWP) in deploying CXone Mpower in a UK-sovereign cloud environment.
“NiCE’s approach goes beyond contact centres; it’s about building a future-ready, AI CX ecosystem. CXone Mpower’s ability to replace fragmented tools with a unified CX AI platform makes it a leader for European enterprises looking to deploy AI in customer experience and transform at scale,” said Oru Mohiuddin, Research Director, IDC.
Darren Rushworth, President, NiCE International, said, “We believe this recognition from the IDC MarketScape reinforces our vision and momentum, as we help enterprises reimagine customer and employee experiences while transforming operations at scale with the latest, cutting-edge AI technology for customer experience.”
For more information about NiCE - visit the NiCE Website
About NiCE
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platforms automate engagements into proactive, safe, intelligent actions, empowering individuals and organizations to innovate and act, from interaction to resolution. Trusted by organizations throughout 150+ countries worldwide, NiCE’s platforms are widely adopted across industries connecting people, systems, and workflows to work smarter at scale, elevating performance across the organization, delivering proven measurable outcomes. Find out more about NiCE
Author: Hannah Swankie
Reviewed by: Robyn Coppell
Published On: 20th Nov 2025
Read more about - Latest News, NiCE CXone
